The Impact of Service Quality on Passenger Loyalty and the Mediating Roles of Relationship Quality : A Study of Domestic Flights With Vietnamese Low-Cost Airlines

The aim of this research is to investigate the effect of service quality on passenger loyalty as well as the mediating roles of relationship quality (perceives value, passenger trust, and satisfaction). The survey was conducted with a total of 321 passengers who have used low-cost airline service in the domestic terminal in Tan Son Nhat airport, Ho Chi Minh City, Vietnam; then the partial least squares structural equation modeling (PLS-SEM) was estimated using the SmartPLS 3.0 program. The results indicated that service quality positively impacted passenger loyalty. Moreover, this study provided empirical evidence about the mediating roles of perceived value, airline image, passenger trust, and satisfaction. The finding also suggested that airline managers should understand the customers’ expectations and passenger loyalty regarding low-cost airlines to attract new customers as well as retain their existing customers